Try one of these Pages


Something has gone wrong and the page you're looking for may have moved.

Try searching the database

Related articles

Here is a list of abbreviations that can be used for speed-typing notes into the customer system. It can be a great meth..
Read more...
Risa Eldridge, Senior Director, Product Management, CallMiner, provides three ways contact centres can speed up after-ca..
Read more...
Helen Pettifer, a specialist in the fair treatment of vulnerable customers, explains how to give agents the added time a..
Read more...
What is After Call Work? After Call Work or ACW for short, refers to the actions that a contact centre advisor completes..
Read more...
Also known as ‘disposition codes’ or ‘call codes’, wrap-up codes are a quick way to summarise im..
Read more...
We define what is meant by wrap time in the contact centre, before sharing great ways to support your team to reduce it...
Read more...
What Is After-Call Work? After-call work (ACW) describes the actions an agent needs to take after interacting with a cus..
Read more...
Carolyn Blunt shares some ideas of how to reduce after call work. Wrap time, after-call work (ACW) and post-call process..
Read more...
In this article, Jennifer Passini at NICE and Steven Owens at Odigo define after-call surveys and explain how they work...
Read more...
Chandler Galt of Talkdesk defines what is meant by the term “wrap time” and suggests how you can lower it to..
Read more...
If you’ve ever started a new job, you’ve likely gone through some form of a training program. These programs vary in..
Read more...
After-call work includes all tasks which require completion once your contact center’s agents’ phone conversatio..
Read more...
After-Call Work (ACW) in the telephony sector refers to all the administrative tasks and additional activities that a ca..
Read more...
Calabrio has announced the general availability of its new generative artificial intelligence (GenAI)-powered Interactio..
Read more...
Wrap Time Between Calls At the moment our call system relies on agents actually picking up the call that is waiting in t..
Read more...
Rene van Popering at Contexta360 outlines four thought-provoking ways to reduce call queue times and after-call work. To..
Read more...
EvaluAgent are delighted to announce that they are now a Gold Partner of Get out of Wrap, the popular podcast and Linked..
Read more...